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The 2019 Programme

08.45 - 09.15


09.15 - 09.25

Chair's welcome and opening comments

Darren Williams, Retail Customer Expert, ex Hotel Chocolat and T2

09.25 - 09.55

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RETAILER KEYNOTE FIRESIDE CHAT: Engagement from workforce to customer - how to build a customer-centric culture in your organisation

Everyone owns the customer experience - marketing owns the channels to market and the ability to keep the tone consistent in those channels. PR owns the media channels and is in charge of keeping the message consistent. Customer care owns the front line with the customer and can keep the experience consistent. In this session, Jo from the ICS will interview a leading retailer on this topic.

  • Hiring the right people into their senior CX director roles - should they be the ones setting the strategy for CX, digital transformation, customer centricity?
  • How to tackle internal barriers that still exist and convince those holding the purse-strings that “return on investment’’
  • A highly-engaged workforce = highly-engaged interactions with customers
  • Developing a deep understanding of the entire value proposition it exchanges with your customers

Jo Causon, CEO, Institute of Customer Services

Jo Moran, Head of Customer Services, Marks & Spencer

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09.55 – 10.25

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RETAILER CASE STUDY: Creating impactful and meaningful in-store customer experience

A good in-store customer experience is the foundation of retail success and every retailer should have this in bundles.

  • Creating an opportunity for retail to improve the customer experience
  • Turning anonymous shoppers into loyal customers
  • Creating experiences that cannot be replicated elsewhere - deliver service beyond sales
  • Why and how retail has streamlined their customer experiences

Charles Henri Duclos, Digital & Store Concept Coordinator, Decathlon

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10.25 - 10.55

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EXPERT RETAIL OPINION: Winning on mobile - reach consumers wherever they are

1.Customer experiences - one step, one second
Advancements in mobile and machine learning continue to drive consumer expectations ever higher - brands need to win customers on mobile with faster, more relevant and assistive experiences. Google will take the stage to share key trends shaping the future of mobile experiences and demonstrate how you can use the latest technologies to transform the consumer experience.

Natasha Kosoglov, Mobile Performance Lead, Google

2. Business messaging - interact with consumers where they are

As consumers, we have switched many of our conversations with friends and family away from phone calls to messaging. However, when we want to contact a business, we’re often required to call, download an app, or register on a website. Many interactions between consumers and businesses will likely become asynchronous messaging conversations. Join a Google expert to learn why messaging is the future of customer service, commerce, and marketing.

Tim Atkinson, Business Development Manager - Communications Products & Services EMEA, Google

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10.55 - 11.15


11.15 - 11.45

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EXPERT OPINION: Aligning with shoppers in a world of constant change

Drawing on exclusive shopper research and interviews with leading global retailers, Bryan will highlight the opportunities to better connect with shoppers through the realignment of retail strategies. How can retailers best intersect with shopper expectations?

  • Being good by doing good - the reputational and commercial benefits of CSR programmes
  • The wellness opportunity - how to facilitate a healthier shopper base
  • Responsible sourcing - the quest for authenticity, localness and provenance 
  • Creating meaningful loyalty - building an emotional connection with your best customers 

Bryan Roberts, Global Insight Director, TCC Global

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11.45 - 12.40

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RETAILER MEGA PANEL: Personalising the customer experience - today's buyers want personalised interaction

Delivering the right, tailored message, to the right group of people, at the right time.

  • Creating super-audiences via personalisation - better communication with your customers
  • Personalise the shopping experience - more contact with consumers across channels to create a more seamless process
  • How do brands offer personalisation on different channels to engage the customer
  • Delivering fast, easy, personalised and intuitive self-service as customer expectations change
  • Deliver a personalised customer experience in an omnichannel environment
  • What are brands doing to leverage mobile as the most influential – and personal – touchpoint for reaching consumers and satisfying expectations?

Aaron Chatterley, Founder & CEO,

Jim Warren, Director of Marketing, Bloom & Wild

Ronald van Drunen, Head of eCommerce, Staples

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12.40 - 13.35


13.35 - 14.15

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1: Innovative ways to add value and win long-term customer retention

  • Finding more effective ways to inspire customer loyalty
  • Servicing the connected consumer - understanding loyalty, social and mobile
  • What are the factors that drive customer loyalty and customer retention among key customer segments?
  • Can customer loyalty schemes improve sales without cannibalising traditional channels?
  • Make the customer return experience seamless and pleasurable
  • The best loyalty programmes are built on data, where the customer is put first
  • Creating value for  shoppers - empowering them to drive loyalty and advocacy

Craig Wheeler, Managing Director, Beate Uhse


2: First rule of loyalty - don't talk about loyalty

There is something fundamentally wrong with almost all retail loyalty schemes; they are often just an additional discount scheme that don't drive true loyalty to the brand, only loyalty to discounts. This session looks at what happens when we don't talk about loyalty. 

Lee Woodward, Global Chief Experience Officer (CXO), Crabtree & Evelyn

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14.15 - 14.45

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RETAILER CASE STUDY: Using social media channels as part of your engagement strategy

  • Using social media channels to communicate your brand values - showcasing products authentically in an age where customers don’t want to be “sold at” 
  • Tailoring engagement to a split audience - when your brand needs to appeal to both parents and children
  • Using social media to connect with your audience and inspire loyalty  
  • How to refine your social strategy to help meet customer expectations
  • Understanding the role of influencers in connecting your brand with your target audience - how to manage this innovatively and cost effectively 

Katie Gritt, Social Media, Content & PR Manager, The Entertainer

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14.45 - 15.00


15.00 - 15.30

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RETAILER CASE STUDY: The value of customer insight - understanding the customer-centric retail universe

How can retailers’ best get departments and teams to engage with customer insights and embed the customer at the heart the organisation?

  • How can insight successfully drive improvements in customer experience?
  • How the changing behaviour of our customers is forcing organisations to transform their engagement strategies
  • Customer engagement and conversion
  • Making the brand experience meaningful and the exchange valuable

Jim Warren, Director of Marketing, Bloom & Wild

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15.30 - 16.00
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RETAIL CASE STUDY: Restructure and align your customer journey - ensuring a seamless experience

Reengineering your business to ensure that the customer journey is seamless as customers switch between desktop, mobile and instore as they progress from research through to purchase.

  • Channel agnostic and customer centric - delivering the seamlessly integrated omni-business proposition
  • What is the secret to prioritising your channels?
  • How can you get online and offline teams to collaborate more effectively?
  • How do you differentiate various channels to meet channel-specific consumer expectations?

Steve Kato-Spyrou, UX Manager, John Lewis

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16.00 - 16.30

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RETAIL CASE STUDY: Spotlight on how to use customer data to drive engagement

Rich data can be used to assess customer engagement levels across all channels and combined with loyalty schemes to drive the greater levels of personalisation desired by the customer.

  • How to use that data to put the customer at the centre of everything you do
  • Why retailers need to layer data - attributing online sales with each market based on the geolocation of the customer
  •  How should brands best use data across all channels?
  • Harnessing the Voice of the Customer through data insights 

Roy Clark, Retail & Trading Director, Barnado's

Ian Tomlinson, CEO, Cybertill

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16.30 – 16.35

Chair's summary and closing remarks

Venue & Contact

Cavendish Conference Centre, London W1

0207 637 5526 or 0207 631 2055

For retail speaker opportunities:

Claire Knott

For sponsorship and non retailer speaker opportunities:

Karen Howard
T: 01276 489626 M:07725414385

Meet Our 2019 Partners

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